Customer success specialist

Raleigh/Durham, North Carolina

The ideal candidate should have a strong interest in photography, either as a professional or a serious enthusiast, possess a passion for helping people, have an abundance of online knowledge, have good technical and analytical skills, and want to work in a dynamic and creative small-company environment.

This is a high energy, high touch proactive position! You must be naturally friendly, courteous, and professional. You will be interacting with photographers from around the world who are excited about setting up their Zenfolio site.

Zenfolio is headquartered in Menlo Park, CA (in the heart of Silicon Valley), but this position is for our Raleigh/Durham, NC office.

Responsibilities:

  • Effectively articulate complex information to a variety of technical and non-technical customers using an educational approach
  • Strategize with customers one-on-one and in small groups to understand their website and business needs and help them become more successful
  • Direct outreach via online meetings, phone, email, and chat to Zenfolio customers in order to:
      • provide expert guidance on the software
      • convert trials to paid accounts
      • provide education about existing Zenfolio tools
      • learn where their Zenfolio experience can improve
  • Create and implement strategies to save customers and improve their experience
  • Track feature requests and other improvement ideas based on customer feedback
  • Coordinate with and communicate to Support, Account Management, and Marketing teams, as needed  
  • Identify areas of usability concerns and escalate them for technical resolution

Must Have:

  • Positive, upbeat attitude
  • Sales experience
  • Desire to help others and advocate for customers
  • Excellent verbal and written communication skills
  • Able to type a minimum of 50 wpm
  • The ability to quickly learn new concepts
  • Adaptability in an ever-changing work environment

Would be Awesome:

  • Previous customer service experience with an online company
  • Experience with Salesforce or other CRM tools
  • Familiarity with photo management tools such as Photoshop & Lightroom
  • Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution
  • Passion for all things photography related
  • Working knowledge of both Mac and PC platforms
  • Basic knowledge of web hosting

We Offer:

  • Competitive salary
  • Full benefits: medical, dental, vision, 401(k)
  • Great, positive work environment
  • Working remotely part of the time is a real possibility

How to Apply:

To apply please send us your resume and a short cover letter explaining why you want to work for Zenfolio to stephenb@zenfolio.com.